Job Description

POSITION SUMMARY
Under the direction of the Patient Access Manager, the Scheduler will present a professional and compassionate first phone impression to our patients by answering phone calls and scheduling appointments using the clinic's electronic health record system (EHR).

POSITION DUTIES & RESPONSIBILITIES

• Schedule appointments within the EHR in accordance with health center standards and appointment guidelines.
• Provide appointment times and manage patient expectations by providing service and center-specific guidelines and instructions for health center visits.
• Conduct outbound calls and schedule appointments accordingly Maintain average scheduling time
• Log in and be ready to receive or make calls as directed by schedule.
• Maintain thorough understanding and knowledge of our healthcare services and programs in order to answer questions and direct calls appropriately.
• Maintain confidentiality and exercise sensitivity and a nonjudgmental manner in dealing with sexuality and sensitive client issues.
• Maintain and adhere to all Joint Commission, OSHA, HIPAA and CDHC policies and guidelines.
• Attend and participate in routine health center meetings and in-service trainings.
• Other duties as assigned

POSITION REQUIREMENTS

• Education: High School Diploma or equivalent required
• Licensure: None
• Experience: Call center experience in a primary health care setting, and a minimum of three (3) years of customer service training.
• Expertise: Experience as a scheduler or in a call center environment. Strong communication skills; strong customer service skills; strong organizational skills; knowledge in NextGen; ability to handle multiple tasks independently; knowledge of medical terminology is preferred.
• Language: English, Karen/ Burmese and Spanish is a plus
• Hours of Work: 40 hour work week, varies Monday-Friday between the hours of 7am-6pm; weekends, as required
• Travel: Local, intrastate, and interstate travel, as required
• Exposure: The exposure characteristics described here are representative of those an employee encounters while performing the essential functions of this position. For example, while performing the essential functions of this job, the employee occasionally is exposed to fumes or airborne particles and toxic or caustic chemicals. Additionally, the employee may be occasionally exposed to blood borne and other hazardous chemicals. Finally, the noise level in the work environment can occasionally be quite loud. In all cases personal protective equipment will be provided to the employee in combination with adequate ventilation and other engineering controls to minimize the risk of exposure or other hazardous occurrence.
• Physical: Reasonable accommodation may be made to enable individuals with special challenges to perform these essential functions.